Satisfaction with social-networking powerhouse Facebook has slumped, according to the latest survey from the American Customer Satisfaction Index – hitting a new record-low score in the social media category that placed it in the five lowest-scoring companies out of more than 230 surveyed. There are several immediate factors that undermine user trust:
Inconsistency. Facebook’s user interface changes constantly (think Timeline) and this inconsistency leaves users feeling like they don’t know what to expect next from the social media site. Consistency builds trust, but Mark Zuckerberg doesn’t seem to have much vision for consistency.
Lack of Transparency. The average user has very little comfort with or knowledge about how Facebook is collecting, analyzing, using and selling their personal data. While Facebook has a range of privacy and security settings, most users still don’t comprehend the enormity of the information that Facebook collects on them. This lack of transparency leaves users with a bad taste in their mouth, like they are being cleverly deceived for the sake of profit.
A hacking group known as D33Ds Company leaked about 453,000 hacked email addresses and passwords of Yahoo Voices users in order to send a “wake up call” about poor data security practices at Yahoo. The information posted online was NOT restricted to YahooMail login credentials, but included Gmail, Hotmail, Aol and Yahoo user information. In the past few weeks, there have been similar breaches at LinkedIn, eHarmony, Formspring, Nvidia, and AndroidForum. Whazzzup?
Corporations are clearly ignoring warnings that are now commonplace from privacy and security experts: protect your customer data or lose stock value, subscribers and ultimately, your brand reputation.
The average business will NOT take responsibility for preventing a similar breach of their data until AFTER THEY GET HIT. Which is why 95% of companies will hit the snooze button on the wake-up call.
SCAM ALERT! There is a Target texting scam going around. The text looks similar to the one in the picture to the left, and generally says you’ve won a $1,000 gift card if you simply click on the link and collect the money. When you click on the link, it takes you to a Target-looking site that a criminal has set up to collect your private information. The information is then used to steal your identity. In other cases, clicking on the link installs a small piece of malware that takes control of your phone and forwards your private information to the criminals.
Where do the criminals get my mobile phone number to text me in the first place?
They purchase it off of black-market sites on the internet
You give your mobile number away to enter contests, vote on reality shows, etc.
On this episode of Privacy Project, John confronts a coffee drinker about leaving their laptop totally alone as they talked outside on the phone at Starbucks.
America’s top Privacy & Identity Theft Speaker John Sileo has appeared on 60 Minutes, Anderson Cooper, Fox & in front of audiences including the Department of Defense, Pfizer, Homeland Security and hundreds of corporations and associations of all sizes. His high-content, humorous, audience-interactive style delivers all of the expertise with lots of entertainment. Come ready to laugh and learn about this mission-critical, bottom-line enhancing topic.
John Sileo is an award-winning author and keynote speaker on the dark art of deception (identity theft, fraud training, data privacy, social media manipulation) and its polar opposite, the powerful use of trust, to achieve success. He is CEO of The Sileo Group, which advises teams on how to multiply performance by building a culture of deep trust.
Let’s say you ordered winter boots for your spouse on Zappos.com (now part of Amazon), which has world-class customer service. You don’t really even shop the competition because someplace in your brain you already trust Zappos to deliver as they always have. Your unquestioned confidence in Zappos is worth a fortune.
And then hackers break in to a server in Kentucky this past weekend and steal private information on 24 million Zappos customers, including (if you are a customer) your name, email address, physical address, phone number, the last four digits of your credit card number and an encrypted version (thank goodness) of your password. Consequently, your junk email folder is overflowing (your email has been illicitly sold to marketing companies), you receive the doom-and-gloom breach notification from Zappos (just like I did), and suddenly, you don’t have quite the same confidence in this best-in-practice business any more. Your shaken confidence in Zappos costs them a fortune. For the foreseeable future, you will pause before using their website again.